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"AbstrakThis research aims to analyze the quality of the service and the effectiveness of Ecommerce. This research uses a quantitative approach. Data analysis using the pras test test validity and reliability as well as a test of normality. At this stage of the analysis of data with calculations e-servqual will get the service quality level e-Commerce and the calculation of e-Commerce It can also analyze the priority of each service attribute that needs to be fixed or not. The questionnaire will be filled is given to respondents with Nonprobability Sampling technique. This study use 46 participant. The Total value of Electronic Service Quality (TESQ) obtained from the results of the calculation of the gap between perception and expectation is positive, the results obtained are 0226. This means that the customers expectations of the service e-Commerce in larger AUY Publisher from the Ministry obtained this time, so that the service provided is still not satisfying customers and has not been effective (X2 )."

"Industri penjualan alat berat merupakan salah satu industri yang berkembang pesat di tanah air, ini ditandai dengan banyak bermunculannya distributor alat berat baru. Tiap distributor alat berat saling bersaing untuk mendapatkan pelanggan dan memperebutkan market share terbesar, yang salah satu caranya dengan pelayanan dari front office. Pelayanan front office kepada pelanggan dipengaruhi oleh pelayanan pricing team di head office atas permintaan update harga dari front office. PT United Tractors adalah perusahaan yang perhatian terhadap kepuasan pelanggannya. Untuk dapat mengetahui seberapa baik tingkat pelayanan pricing team PT United Tractors, dilakukan pengukuran terhadap kualitas pelayanan pricing team dengan menggunakan metode E-Servqual, yaitu mengukur persepsi dan ekspektasi front office disetiap dimensi kualitas pelayanan. Selanjutnya dihitung gap yang terjadi antara ekspektasi dan persepsi front office yang menggambarkan nilai kualitas pelayanan. Hasil penelitian menunjukkan bahwa pricing team PT United Tractors belum dapat memenuhi ekspektasi dari front office sehingga perlu memperbaiki kualitas pelayanannya.

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Heavy equipment industries represent one of industries which is grow rapidly in Indonesian. The growth marked by many popping out new heavy equipment distribution. Every distribution Company competes to get passenger and fight over for biggest market share, services from front office is one of the exampe way. Front office services to customer affected by the pricing team services at head office based on price updated request from the front office. PT United Tractors as one of distribution company also concern to customer satisfactions.

To identify the level of service provided by pricing team of PT United Tractors, there is a need to measure their service quality which is conducted by using E-Servqual method, by measuring the front office perceptions and expectations in all service quality dimensions. Afterwards, the gap between front office perceptions and expectations is calculated. The gaps represent the value of service quality. The result from this research indicates that pricing team PT United Tractors needs to improve it service quality in each E-Servqual service dimensions because it has not yet fulfilled their front office expectations."

"Latar Belakang: Sejak pandemi Covid-19, pelaksanaan layanan imunisasi dasar anak mengalami penurunan. WHO menyebutkan secara global, sebanyak 23 juta anak di bawah umur satu tahun tidak menerima imunisasi dasar di tahun 2020. Sedangkan di Jawa Barat, cakupan imunisasi anak menurun sebesar 93,74 % tahun 2019, menjadi sebesar 82,26% tahun 2020. Oleh karena itu penting untuk mengkaji faktor-faktor yang mempengaruhi imunisasi dasar bayi. Tujuan penelitian ini adalah untuk mengetahui determinan cakupan imunisasi dasar lengkap pada bayi yang lahir di masa pandemi covid-19 di provinsi jawa barat. Metode : Penelitian ini menggunkan data SUSENAS 2021 di Jawa Barat dengan sampel sebanyak 368 bayi berusia 10-12 bulan yang lahir di masa pandemi covid-19. Penelitian ini menggunakan desain potong lintang (cross- sectional) dengan analisis regresi logistik berganda. Hasil : Berdasarkan analisis regresi logistik, faktor yang berhubungan terhadap imunisasi dasar lengkap bayi 10-12 bulan yang lahir di masa pandemi covid-19 di Jawa Barat tahun 2021 adalah pendidikan terakhir ibu, status pekerjaan ibu, status ekonomi, kepemilikan asuransi kesehatan, dan kepemilikan buku KIA dan faktor yang tidak berhubungan adalah umur ibu, tempat tinggal, penolong persalinan, tempat persalinan, akses internet. Faktor yang paling dominan berhubungan terhadap imunisasi dasar lengkap bayi adalah kepemilikan buku KIA (p value = 0.00 ; AOR =16,064 ; 95% CI =6.397-40.339). Kesimpulan : Pemerintah dapat mengoptimalkan pemanfaatan buku KIA dengan mengembangkan digitalisasi buku KIA skala nasional. Puskesmas dapat bekerja sama dengan berbagai pihak, terutama kader untuk memotivasi keluarga/masyarakat supaya memanfaatkan dan menerapkan isi buku KIA dalam perawatan kesehatan ibu dan anaknya.

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Background: Since the Covid-19 pandemic, the implementation of basic childhood immunization services has decreased. WHO said globally, as many as 23 million children under the age of one year did not receive basic immunizations in 2020. Meanwhile in West Java, child immunization coverage decreased by 93.74% in 2019, to 82.26% in 2020. it is important to examine the factors that influence infant basic immunization. The purpose of this study was to determine the determinants of complete basic immunization coverage for infants born during the COVID-19 pandemic in West Java province. Methods: This study uses SUSENAS 2021 data in West Java with a sample of 368 infants aged 10-12 months who were born during the COVID-19 pandemic. This study used a cross-sectional design with multiple logistic regression analysis. Results: Based on logistic regression analysis, factors related to complete basic immunization of 10-12 month babies born during the COVID-19 pandemic in West Java in 2021 were the mother's last education, mother's employment status, economic status, health insurance ownership, and ownership. MCH handbook and unrelated factors are maternal age, place of residence, birth attendant, place of delivery, internet access. The most dominant factor related to complete basic immunization of infants was ownership of the MCH handbook (p value = 0.00 ; AOR = 16,064 ; 95% CI = 6,397-40,339). Conclusion: The government can optimize the use of MCH books by developing the digitization of MCH books on a national scale. Puskesmas can work together with various parties, especially cadres to motivate families/communities to use and apply the contents of the MCH handbook in maternal and child health care."

"Kehadiran internet di pasar global memungkinkan komunikasi dengan pihak lain tanpa memandang batas, waktu, maupun jarak, sehingga melahirkan inovasi-inovasi yang terus berubah dan semakin modern. Lebih jauh lagi, penggunaan internet dapat memungkinkan bisnis untuk memasarkan produk dan layanan mereka baik di dalam negeri maupun global. Traveloka adalah salah satu aplikasi bisnis digital yang memenuhi berbagai kebutuhan dalam satu lokasi. Tujuan utama dari penelitian ini adalah untuk menguji kualitas layanan elektronik (e-servqual) dan dampaknya terhadap electronic customer satisfaction, customer loyalty melalui reuse intention, dan word of mouth. Metode yang digunakan adalah kuantitatif dan menggunakan pendekatan purposive sampling. Sebanyak 252 responden yang diproses oleh SmartPLS merupakan pengguna aplikasi Traveloka. Hasil akhirnya variabel E-Servqual memiliki 6 dimensi dengan pengukuran yang signifikan, semua indikator berpengaruh positif dan signifikan terhadap electronic customer satisfaction, dengan satu dimensi yang pengaruhnya lebih besar yaitu user friendliness. Selain itu variabel electronic customer satisfaction berpengaruh terhadap reuse intention dan word of mouth. Data yang diperlukan untuk penelitian ini tidak sempurna karena hampir setengah dari responden adalah remaja atau orang dewasa yang menggunakan aplikasi Traveloka tidak lebih dari tiga tahun.

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The presence of the internet in the global market allows communication with other parties regardless of boundaries, time or distance, thus giving birth to innovations that are constantly changing and becoming more modern. Furthermore, the use of the internet can enable businesses to market their products and services both domestically and globally. Traveloka is a digital business application that fulfills various needs in one location. The main objective of this study is to examine the quality of electronic services (e-servqual) and their impact on electronic customer satisfaction, customer loyalty through reuse intention, and word of mouth. The method used is quantitative and uses a purposive sampling approach. A total of 252 respondents processed by SmartPLS were Traveloka application users. The end result is that the E-Servqual variable has 6 dimensions with significant measurements, all indicators have a positive and significant effect on electronic customer satisfaction, with one dimension having a greater effect, namely user friendliness. In addition, electronic customer satisfaction variables affect reuse intention and word of mouth. The data needed for this research is imperfect because almost half of the respondents are teenagers or adults who have used the Traveloka application for no more than three years."

"Industri e-commerce di Indonesia itu sangat prospektif di masa yang akan datang dengan melihat pertumbuhan dan besarnya kelas menengah di Indonesia. Selain itu peningkatan kepemilikan perangkat teknologi informasi (gadget), serta akses terhadap internet dan juga perilaku belanja online. Sejumlah perusahaan e-commerce rintisan (startup) yang didirikan anak muda Indonesia telah berhasil diterima pasar, bahkan beberapa perusahaan dalam waktu singkat nilai valuasi bisnisnya meningkat berpuluh kali lipat. Tesis ini mengambil studi kasus keberhasilan empat rintisan e-commerce fashion lokal, Berrybenka.Com, HijUp.Com, BelowCepek.Com, dan Saqina.Com, serta e-commerce ritel Bilna.Com. Perusahaan-perusahaan e-commerce tersebut telah menjadi banyak liputan media dan merupakan contoh rintisan bisnis e-commerce pemula yang dapat menjadi benchmark keberhasilan e-commerce lokal. Hasil penelitian menunjukan bahwa terdapat faktor-faktor potensial penentu keberhasilan dari perusahaan rintisan e-commerce yang baru berkembang di Indonesia. Kemudian teridentifikasi sumber potensial, serta model dan peta prediktif strategi penciptaan nilai (value creation strategies) dari perusahaan rintisan e-commerce yang berhasil di Indonesia. Penelitian menggunakan metode SODA (Strategic Options Development & Analysis).

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E-commerce industry in Indonesia is very prospective for the future this is evident from growth and the size of the middle class in Indonesia, ownership of gadgets or information technology devices, and access to the internet and online shopping behavior. A number of pioneering e-commerce company founded Indonesian youth have been successfully received by the market, even some companies in a short time his business valuations increased tenfold.

This thesis took four case studies of successful e-commerce local fashion, i.e. Berrybenka.Com, HijUp.Com, BelowCepek.Com, and Saqina.Com, as well as e-commerce and online media retail Bilna.Com. The companies e-commerce has become a lot of media coverage and is a pioneering example of the business starters to be the benchmark of success of e-commerce locally.

The results showed that there are factors in the success of the company's pioneering e-commerce emerging in Indonesia. Namely sources, models, and maps value creation strategy (value creation strategies) of the company's pioneering e-commerce in Indonesia. Research using SODA (Strategic Options Development and Analysis) Method."

"Digitalisasi yang merata merupakan salah satu target yang ingin dicapai pemerintah Indonesia pada tahun 2023 dan digitalisasi desa termasuk di dalamnya. Pemerintah Provinsi Jawa Barat melalui Jabar Digital Service telah membuat Program Desa Digital pada tahun 2019 yang terbagi dalam 3 kategori, yaitu infrastruktur, literasi digital, dan optimalisasi penggunaan Internet dengan IoT dan e-commerce. Pada bidang e-commerce disebut juga Talesa bekerja sama dengan Tokopedia dan membangun Tokopedia Center. Namun, saat ini beberapa Tokopedia center desa di Jawa Barat sudah tidak aktif di aplikasi Tokopedia. Oleh karena itu, penelitian ini bertujuan untuk menganalisis efektivitas program desa digital e-commerce (Talesa) melalui pendekatan ICT Policy Review Programme (ICTPR) Multi-Pillar E-commerce Assessment and Enabler Framework yang ditentukan oleh UNCTAD di desa yang sudah diimplementasikan dan diharapkan dapat menjadi rekomendasi kepada pemerintah untuk meningkatkan kesejahteraan masyarakat yang tinggal di desa. Hasil penelitian menunjukkan bahwa terdapat pengaruh variabel layanan Teknologi, Informasi, dan Komunikasi (TIK) sebesar 4,87%, logistic dan fasilitasi perdagangan sebesar 16,68%, pengembangan keterampilan sebesar 4%, dan platform e-commerce sebesar 14% terhadap efektivitas Program desa digital e-commerce (Talesa).

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Equitable digitization is one of the targets that the Indonesian government wants to achieve by 2023 and village digitization is included in it. The West Java Provincial Government through the West Java Digital Service has created a Digital Village Program in 2019 which is divided into 3 categories, namely infrastructure, digital literacy, and optimizing Internet use with IoT and e-commerce. In the field of e-commerce, also known as Talesa, collaborated with Tokopedia and built the Tokopedia Center. However, at this time several Tokopedia village centers in West Java are no longer active on the Tokopedia application. Therefore, this study aims to analyze the effectiveness of the digital e-commerce village program (Talesa) through the ICT Policy Review Program (ICTPR) Multi-Pillar E-commerce Assessment and Enabler Framework approach determined by UNCTAD in villages that have been implemented and are expected to be able to become a recommendation to the government to improve the welfare of the people living in the village. The results showed that there was an effect of 4.87% of Technology, Information and Communication (ICT) service variables, 16.68% logistics and trade facilitation, 4% skills development, and 14% e-commerce platform on the effectiveness of the village program. digital e-commerce (Talesa)."

"Seiring dengan meningkatnya tingkat penggunaan Internet di Indonesia, maka keberadaan web menjadi sangat penting tidak hanya sebagai media informasi tetapi menjadi media transaksi pembelian produk. Hal ini juga dilakukan oleh industri penerbangan. Dengan persaingan yang semakin ketat diantara website resmi perusahaan maskapai penerbangan dan website biro perjalanan yang menjual tiket secara online menuntut akan kualitas pelayanan website yang tinggi kepada pelanggannya. Transaksi tiket secara online menawarkan keuntungan kepada pelanggan yang memiliki waktu terbatas untuk membeli tiket secara offline. Tujuan penelitian ini untuk mengetahui kualitas website maskapai penerbangan salah satu perusahaan maskapai penerbangan swasta nasional dalam memberikan kepuasan pelanggan dalam melihat informasi dan melakukan transaksi melalui website dengan menganalisis kesenjangan antara persepsi dan harapan pengguna website dengan metode e-servqual dan menguji faktor-faktor yang mempengaruhi kepuasan pelanggan dan pengaruhnya terhadap penggunaan website dengan metode technology acceptance model (TAM). Dengan menggunakan tehnik regresi linear berganda, hasil penelitian menunjukkan bahwa perceived usefulness, perceived ease of use dan faktor sosial berpengaruh positif signifikan terhadap minat pemanfaatan website. Kondisi-kondisi yang memfasilitasi pemakai seperti komputer yang terkoneksi internet berpengaruh positif signifikan terhadap penggunaan website.

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Along with the increasing use of Internet in Indonesia, the web presence is very important not only as a medium of information but as a medium for product purchases. This is also done by the aviation industry. With the tight competition among the company's official website and the websites of airlines that travel agents sell tickets online will require a high quality service to its customers websites. Online ticket transaction offers benefits to customers who have limited time to purchase tickets offline.

The purpose of this study to determine the quality of airline websites PT. Lion Air in providing customer satisfaction in seeing the information and conduct transactions through the website by analyzing the gap between perceptions and expectations of users of the website by e-servqual methods and test factors - factors that affect customer satisfaction and its influence on the use of websites by using technology acceptance model (TAM).

By using multiple linear regression techniques, results showed that perceived usefulness, perceived ease of use and social factors are significant positive effect to intention of the website. Conditions that facilitate the user has a significant positive towards the use of website."

"Pertumbuhan e-commerce di Indonesia terus bertambah sehingga kepuasan pelanggan dan loyalitas menjadi hal yang diperhatikan dalam e-commerce. Maka dari itu, kualitas pelayanan dalam e-commerce menjadi penting bagi pelanggan. Tidak hanya kualitas e-service tetapi juga memperhatikan kualitas pelayanan dari jasa logistik pihak ketiga. Penelitian ini bertujuan mempelajari dampak dari kualitas pelayanan e-commerce dan logistik pihak ketiga terhadap kepuasan pelanggan dan loyalitas pelanggan pada e-commerce di Indonesia. Pendekatan kuantitatif digunakan dengan instrumen pengumpulan data melalui kuisioner. Metode SEM digunakan sebagai pendekatan dalam pemrosesan data dan software LISREL digunakan untuk menganalisis. Hasil penelitian menyimpulkan bahwa kualitas e-service dan layanan logistik sama-sama berdampak langsung dan positif terhadap kepuasan dan loyalitas pelanggan. Dengan adanya penelitian ini diharapkan dapat mengetahui bagaimana e-supply chain e-commerce di Indonesia.

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E-commerce in Indonesia is growing fast. Nowadays, people tend to purchase things through e-commerce. However, the players within the e-commerce business not only e-commerce platform itself, but there are also logistics providers and customers. Both e-commerce and logistics services have service quality that plays an important role for the customer. This study uses descriptive research to analyses the impact of e-commerce service quality and logistics service quality on customer satisfaction and customer loyalty e-commerce in Indonesia. Data is processed with Structural Equation Modelling method and for data analysis using LISREL software version 8.8. The results conclude that the e-service quality and logistics services quality both has a direct and positive impact on customer satisfaction and customer loyalty. With this research it is expected to understand how e-supply chain e-commerce in Indonesia."

"ABSTRAKTesis ini membahas mengenai pengaruh kualitas sistem, layanan, dan informasi terhadap intensi pengguna jasa E-Commerce di Indonesia untuk kembali menggunakan layanan Online-to-Offline O2O . Penelitian ini merupakan penelitian kuantitatif dengan metode riset deskriptif cross sectional. Pada penelitian ini digunakan sebagian Model Sistem Informasi DeLone McLean untuk menentukan variabel-variabel pengukuran terhadap intensitas penggunaan. Melalui penyebaran kuesioner, didapatkan data dari 111 responden yang berusia 16 tahun keatas dan pernah berbelanja online menggunakan layanan Online-to-Offline O2O . Setelah melakukan pengujian data menggunakan regresi linier berganda, diperoleh hasil bahwa dari 3 variabel, hanya variabel kualitas sistem dan kualitas informasi yang dapat mempengaruhi secara positf dan signifikan terhadap intensi penggunaan kembali layanan O2O di masa depan. Selain itu, ditemukan juga bahwa masih banyak responden yang tidak mengetahui layanan O2O sehingga dari penelitian ini menyarankan perusahaan-perusahaan E-Commerce untuk meningkatkan awareness terhadap layanan O2O kepada penggunanya agar layanan O2O dapat dimanfaatkan secara maksimal bagi keuntungan dan keberlangsungan perusahaan.

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ABSTRACTThis thesis discusses about the influence of system, information, and service quality toward the intention of E Commerce users in Indonesia to repurchase using Online to Offline O2O again. This is a quantitative research which applying cross sectional descriptive research. In this research, DeLone McLean Information System model is used to determine the measurement variables toward usage intention. Through questionnaire distribution, there are 111 respondents acquired with age 16 years old and above and they have ever shopped online using Online to Offline O2O service. According to the multiple linier regression test, the results state that from the 3 variables, only system quality and service quality which positively and significantly influence the intention to repurchase using Online to Offline O2O service in the future. In addition, it is also found that there are still many respondents who do not know the O2O service, hence, this research advises E Commerce companies to increase awareness of O2O service to their users so that O2O service can be utilized maximally to increase profit and sustainability of the company."

"E-commerce semakin berkembang pesat saat ini. Terdapat berbagai pilihan aplikasi e-commerce di Indonesia yang dapat digunakan oleh konsumen. E-commerce perlu memiliki kualitas layanan dan fitur yang berkualitas serta andal sehingga dapat unggul dari kompetitor. Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality, personalization, E-WOM, dan customer support system (CSS) terhadap keberhasilan e-commerce. Penelitian ini menggunakan pendekatan kuantitatif dengan pengumpulan data menggunakan kuesioner online. Jumlah responden yang mengisi kuesioner penelitian ini sebanyak 108 responden. Responden pada penelitian ini merupakan pengguna e-commerce Shopee dari kalangan generasi milenial dan generasi Z. Penelitian ini menggunakan analisis regresi linear dan menggunakan software IBM SPSS Statistics 25 dalam mengolah data. Hasil penelitian ini menunjukkan bahwa e-service quality, personalization, E-WOM, dan CSS masing-masing memiliki pengaruh positif dan signifikan terhadap keberhasilan e-commerce. Hasil penelitian juga menunjukkan bahwa e-service quality, personalization, E-WOM, dan CSS secara simultan memiliki pengaruh terhadap e-commerce success. Hasil penelitian menunjukkan bahwa, diantara keempat variabel independen pada penelitian ini, e-service quality merupakan variabel yang paling berpengaruh terhadap keberhasilan e-commerce.

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E-commerce is rapidly growing nowadays. There are various options of e-commerce applications in Indonesia that can be used by consumers. E-commerce needs to have high-quality and reliable service quality and features in order to excel over competitors. This research aims to analyze the influence of e-service quality, personalization, E-WOM, and customer support system (CSS) on e-commerce success. This study uses a quantitative approach with data collection using an online questionnaire. The number of respondents who filled out the questionnaire is 108 respondents. The respondents in this research are Shopee users from the millennial generation and generation Z. This study uses linear regression analysis and is processed using IBM SPSS Statistics 25 software. The result of this study indicate that e-service quality, personalization, E-WOM, and CSS each have a positive and significant influence on e-commerce success. The result also show that e-service quality, personalization, E-WOM, and CSS simultaneously have an influence on e-commerce success. The result show that, among the four independent variables in this study, e-service quality is the variable that has the most infuence on e-commerce success."